Customer Support
Warranty Coverage
Every custom canopy tent we ship is built on a 40mm aluminum hex frame and backed by a 12-month hardware warranty. If a part fails under normal use, we replace it — simple as that.
What's covered
- Frame defects — cracked joints, failed connectors, bent legs under normal use (12 months).
- Print defects — banding, color mismatch versus your approved proof (30 days from delivery).
- Sewing defects — seam failure, broken zippers or velcro on canopies and walls (30 days).
- Hardware defects — faulty pull pins, sliders, and peak poles (12 months).
What's not covered
- Wind or weather damage when the tent was not properly anchored with sandbags or stakes.
- Damage from improper setup, transport without a carry bag, or modifications.
- Normal wear — fabric fading after extended UV exposure, scuffs, and cosmetic marks.
- Loss or theft after delivery.
How to file a claim
- Find your order number (it's in your confirmation email or on the order status page).
- Take clear photos of the damaged part and, for frame issues, the full frame.
- Submit both through the contact page — most claims are approved within 48 hours.
- Replacement parts ship free with tracking. Need a part that's out of warranty? Browse event tent hardware.
Make your tent last longer
Anchor every leg with sandbags or stakes, never leave the tent up overnight unattended, let the canopy dry fully before storage, and transport the frame in its carry bag. Five minutes of care is the difference between a tent that lasts two seasons and one that lasts ten.
Warranty FAQ
How long is the warranty on a custom canopy tent?
Frames carry a 12-month hardware warranty against manufacturing defects. Printed canopies are covered against print and sewing defects — report any issue within 30 days of delivery.
Is wind damage covered?
Wind damage is not covered when the tent was unanchored or used above rated conditions. Always use sandbags or stakes — they're included or available as add-ons with every package.
How do I file a warranty claim?
Send your order number and photos of the issue through the contact page. Most claims are approved within 48 hours and replacement parts ship free.